Shari sent a message to Terry J. Lundgren- Chairman and Chief Executive Officer, Macys, Inc. email address that said:
Dear Mr. Lundgren,
I have been a loyal and frequent Macy's customer for over 30 years. I have always felt that the quality of merchandise and customer service was excellent, until my most recent experience following my purchase of two sofas. One of the sofas was delivered in perfect condition, but the other had a stain on the seat cushion. The replacement sofa came in damaged as well and the third delivery the men did not even bring into my home as they said it was damaged in the truck. The last sofa delivered has a dent in one side of the leather and noticeable wrinkling on the side. I was told that either I keep the sofa, as Macy's will not replace or return both sofas. This is unacceptable as I already had ordered a rug to match as well as additional furnishings.
I called the customer representative, Sharon Walter three times without a response and when I called customer service to make a complaint she than called and left a message that we were playing " phone tag" when actually there was no follow up or action towards resolution, other than being told that the warehouse has refused another delivery. I asked if a supervisor could come and look at the sofa and was told no.
I do not want to return the sofas, be charged for delivery and have to find replacement sofas that match my other purchases. This is on top of the inconvenience of waiting for four deliveries of merchandise that were problematic. I am requesting that this dispute be resolved.
I appreciate your attention to my concerns and your actions to ensure I remain a Macy's customer.
Thank you,
Shari
